Service — Support
Support and maintenance
Scheduled maintenance keeps live software within tolerance. When a fault occurs, a structured report gets it resolved faster.
Requests are read Monday to Friday, 09:00–18:00 UK time. Response arrangements are set in each maintenance agreement.
Maintenance schedules
| Arrangement | Includes | Suits |
|---|---|---|
| Scheduled | Monthly dependency and security updates; annual OS compatibility work; correction of our own defects. | Stable products with infrequent change. |
| Scheduled with improvement | Everything in Scheduled, plus an agreed monthly allocation for improvements and a planning call. | Products still evolving. |
| On request | Work quoted individually when needed, subject to availability. | Low-risk or seldom-changed products. |
Fault report
A good report contains
- Expected
- What should have happened.
- Observed
- What happened instead, with any error text.
- Steps
- How to reproduce it.
- Environment
- Device, OS, browser and app version.
- Exclude
- Passwords and customers' personal data.